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Defining Patient Experience
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Patient Experience Defined:

Defining Patient Experience - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.

To develop the Institute's definition of patient experience , we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a terrific starting point for the conversation around this important issue.

Critical to the understanding and application of this definition is a broader explanation of its key elements:

Interactions

The orchestrated touch-points of people, processes, policies, communications, actions, and environment

Culture

The vision, values, people (at all levels and in all parts of the organization) and community

Perceptions

What is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc.

Continuum of Care

Before, during and after the delivery of care

The History of Patient Experience

Hear perspectives from two leading Patient Experience thought leaders. Wendy Leebov, Partner at Language of Caring, and Mary Malone, President of Malone Advisory Services, discuss the history of patient experience and its growth in the healthcare industry. Perfect as tools to share with growing patient experience professionals or to reenergize efforts for experienced leaders, learn about the many influences that led to the existing patient experience movement and how we all have an impact in this emerging field.

Learn more about the history of patient experience in the PX Body of Knowledge History course where you will grasp the core foundation of patient experience and review the evolving role of patient experience in healthcare today.

Wendy Leebov
Partner
Language of Caring

Mary Malone
President
Malone Advisory Services

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